Customer Support Manager
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Support Manager leading teams and support automation for Mercury’s startup finance platform. Improving customer experience, operational processes, and US banking support.
Responsibilities:
- Hire, mentor, and manage a customer support team focused on product knowledge, user support, and the US banking system
- Set team goals, track key metrics, manage performance, and drive continuous improvement
- Provide regular feedback, coaching, and professional development
- Refine support processes and build efficient workflows using AI tools and automation
- Move process ideas from pilot to production while maintaining compliance, privacy, and regulatory standards
- Collaborate with compliance, engineering, product, and banking partners to resolve complex issues
- Improve products and customer-facing processes based on Customer Support interactions
- Advocate for customers using data-driven insights and compelling narratives
- Handle tickets during peak times or critical issues and support escalations
- Partner with Customer Support Leadership, Voice of the Customer, Customer Trust, Operations, WFM, and CX Engineering teams
Requirements:
- 3+ years of experience leading customer support or other user-facing teams, preferably in high-growth technology companies
- A collaborative leadership style and comfort sharing ownership of a function with a peer manager
- Expertise in adding structure for support teams growing quickly
- Enjoyment in teaching and mentoring others on how to become really skilled at support
- Previous experience partnering cross-functionally with engineering, product, risk, and compliance teams
- Comfort navigating data visualization tools (Omni, Metabase, etc.)
- Experience managing complex operational projects that affect multiple teams
- Consistent empathy while helping entrepreneurs build successful businesses
- Ability to break down hard problems into clear, understandable pieces and use data to drive decisions
- Penchant for questioning the first answer and finding edge cases
- Rigor when designing new processes and a high bar for work quality
- Creativity while working within difficult constraints
- Experience managing or partnering with a BPO or outsourced support vendor, including quality programs, SLAs, and vendor performance management
- Experience building or scaling proactive support, VIP, or high-touch/managed support programs (a plus)
Benefits:
- Base salary
- Equity (stock options/RSUs)
- Benefits
- Equal Employment Opportunity employer
- Reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs
Similar Jobs
Customer Service Representative
Customer service representative supporting Blue Cross and Blue Shield of Nebraska members through insurance inquiries, issue resolution, and advocacy. Fully remote Nebraska role handling phone and written customer interactions.
Customer Experience Learning Enablement Specialist I
CareOregon learning specialist developing training materials and onboarding programs. Supporting frontline readiness, performance improvement, and operational learning in a remote Oregon role.
Asesor de Atención al Cliente y Ventas
Asesores remotos de atención al cliente y ventas para Konecta, empresa peruana de experiencias. Gestionando clientes desde casa con PC proporcionada, turnos flexibles y comisiones.
Atención al Cliente
Agente remoto de call center para nueva compañía telefónica en Lima. Contactando clientes, asesorando y cerrando ventas con sueldo fijo y comisiones.
Asesor de Atención al Cliente y Ventas
Asesor remoto de atención al cliente y ventas para Konecta, empresa peruana de experiencias de cliente. Gestionando consultas, ventas e indicadores desde casa.
Sales Customer Service Representative, Remote
Remote CSR generating sales opportunities for Longbridge’s reverse-mortgage solutions for seniors. Handling inbound and outbound calls, qualifying homeowners, and scheduling sales follow-ups.
Mortgage Loan Support Specialist
Remote mortgage support specialist assisting US borrowers with applications and loan support. Supporting an innovative fintech credit-card company’s customer experience operations.
Finance Representative II – Customer Service
Finance Representative managing patient billing, claims, payments, and financial assistance. Supporting Cincinnati Children’s pediatric healthcare operations through accurate revenue-cycle administration.
Customer Service and Sales Representative
Remote representative helping Michigan families choose and apply for life insurance coverage. Connecting with requested leads, guiding applications, and managing clients through a provided CRM.
Customer Service and Sales Representative
Remote representative helping District of Columbia individuals and families choose and apply for life insurance. Managing client relationships, applications, follow-up, and commission-based sales.
Customer Service Sales Agent
Remote life insurance sales agent helping South Carolina individuals and families understand coverage options and complete applications. Commission-based contractor role with training and licensing support.
Customer Service Sales Agent
Remote life insurance sales agent helping Delaware prospects choose and apply for coverage. Managing follow-ups and client activity through a provided CRM.
Customer Service and Sales Representative
Remote life insurance sales representative helping Rhode Island individuals and families choose coverage. Connecting with requested leads and guiding clients through applications on commission.
Customer Support Representative
Customer Support Representative providing technical support for HighLevel’s AI-powered business operating system. Troubleshooting software, networking, hardware, and customer service issues via phone, chat, email, and Zoom.
Customer Care Team Member
Customer Care Team Member supporting outbound and inbound calls during customer software migrations. Managing cases, troubleshooting issues, and guiding customers to successful platform transitions at Harte Hanks.
Atención al Cliente
Asesor de ventas remoto para nueva compañía telefónica en Lima. Contactando clientes y cerrando ventas con sueldo fijo, comisiones y PC proporcionada por Konecta.
Member Support Specialist II
Member Support Specialist supporting PacificSource health-plan members with healthcare navigation, referrals, and case-management coordination. Serving Georgia members remotely with approximately 20% travel for in-person support.
Bilingual Customer Service Representative
Remote bilingual customer service representative supporting product, account, and technical inquiries for Teleperformance's global contact-center operations. Troubleshooting issues and maintaining customer relationships.
Bilingual Customer Service Representative
Remote bilingual customer service representative for Teleperformance, a global customer experience and contact-center outsourcing provider. Supporting Canadian and international customers with product, account, and technical inquiries.
Teleoperador Atención al Cliente
Teleoperador remoto atendiendo consultas de clientes de WOM Chile. Gestionando requerimientos y oportunidades de cross selling para Covisian Perú.